Consumer Standards and Regulatory Accountability
The Regulator of Social Housing sets Consumer Standards that all social landlords must meet.
These standards help ensure residents receive safe homes, quality services and opportunities to influence decisions that affect their homes and communities.
Who is responsible for Consumer Standards?
Overall accountability for compliance sits with Sandwell Council's senior housing leadership team.
Safety and Quality Standard
This standard focuses on:
- Building safety
- Compliance
- Repairs
- Quality of homes
Lead Service Area: Asset Management
Senior Responsible Officer: Assistant Director - Asset Management
Transparency, Influence and Accountability Standard
This standard focuses on:
- Resident engagement
- Complaints
- Information sharing
- Performance reporting
- Accountability
Lead Service Area: Housing Management
Senior Responsible Officer: Assistant Director - Housing Management
Tenancy Standard
This standard focuses on:
- Lettings
- Tenancy management
- Tenancy sustainment
- Fair access to housing
Lead Service Area: Housing Management
Senior Responsible Officer: Assistant Director - Housing Management
Neighbourhood and Community Standard
This standard focuses on:
- Neighbourhood management
- Anti-social behaviour
- Community wellbeing
- Estate services
Lead Service Area: Housing Management
Senior Responsible Officer: Assistant Director - Housing Management
Competence and Conduct Standard
Sandwell Council is committed to ensuring staff have the skills, knowledge, behaviours and professionalism required to deliver high-quality housing services.
Our Housing Service Code of Conduct sets out the standards residents can expect from staff and managers.
Senior accountability sits with the Housing Service Leadership Team.
How We Monitor Performance
We monitor compliance through:
- Tenant Satisfaction Measures
- Resident feedback
- Complaints and compliments
- Internal audits
- Service reviews
- Performance reporting
- Regulatory self-assessment